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About the Role

The Consumer Protection team is responsible for protecting consumers and the public, ensuring the aviation sector prioritizes consumers and meets legal obligations, including passenger rights related to air travel access for disabled people. This role involves managing the CAA's airline accessibility framework and contributing technical knowledge to compliance and enforcement projects.

Responsibilities

• Manage the CAA's airline accessibility framework, working with airlines to help them meet obligations.
• Collect and analyze data from airlines and airports on accessibility performance.
• Carry out aviation accessibility assessments.
• Draft and arrange publication of CAA's accessibility reports, primarily airline accessibility assessment reports.
• Assist in individual compliance and enforcement cases by identifying breaches of consumer protection law and presenting analysis and evidence.
• Draft communications to stakeholders regarding CAA policy and enforcement on aviation accessibility.
• Produce clear, accessible documents with coherent narrative flows.
• Evaluate the effectiveness of compliance solutions proposed by businesses.
• Influence thinking within the Consumer Protection team, the wider CAA, and the industry by building relationships and offering a balanced perspective.
• Build and maintain effective partnerships with external stakeholders, including industry, government, and enforcement bodies.
• Act as a role model, demonstrating the CAA’s values: Do the Right Thing; Never Stop Learning; Build Collaborative Relationships; and Respect Everyone.

Requirements

• Enthusiasm for consumer issues and the CAA's impact on improving consumer experience in aviation.
• Experience in compiling and analyzing data, report writing, and strong IT skills (MS Word and Excel).
• Ability to identify and analyze consumer issues and propose practical solutions, considering commercial realities.
• Experience in consumer protection or disability rights, or significant senior passenger experience in the aviation sector.
• Excellent communication skills, with the ability to synthesize arguments and convey positions clearly and confidently to diverse audiences.
• Ability to work independently, manage others' work, and collaborate effectively with external stakeholders.
• Minimum of three years of residency in the UK for vetting purposes.
• Ability to engage face-to-face with colleagues and/or external stakeholders at least two days per week.
• Must undergo National Security Vetting and achieve CTC clearance.

Skills

• Data compilation and analysis
• Report writing
• MS Word
• MS Excel
• Consumer issue identification and analysis
• Problem-solving
• Communication
• Stakeholder management
• Independent work
• Collaboration
• Knowledge of aviation and/or consumer protection legislation (desirable)
• Understanding of consumer behavior and commercial realities (desirable)

Location

• London – Canary Wharf

Work Type

• Permanent
• Full-time
• Hybrid (min 40% in the office per month)

Experience Level

• Senior

Education Level

• Degree level education or equivalent experience

Salary/Compensations

• £49,000 up to £52,000 dependent upon experience

Benefits

• Explore the What We Offer section on our careers website to find out about our benefits and how we support work-life balance.

About the Company

• The UK's aviation and aerospace regulator, recognized as a world leader.
• Activities are diverse, enabling the aviation industry to meet the highest safety standards.
• Adapts to the constantly evolving aviation environment.
• Values high ethical standards and personal integrity among employees.

Equal Opportunity

• As a Disability Confident employer, candidates who meet the minimum requirements will be guaranteed an interview.
• We are committed to building a diverse and inclusive workforce and welcome applications from all backgrounds.
• If you require any adjustments during the recruitment process, please let us know.